Manager Sales Team (25FTE / BPO)

Our client is a fastgrowing BPO organisation, for a team of 25 KYC specialists we are looking for a Manager Sales Team.

Our clients supports organisations to meet their regulatory requirements. The company is an experienced Know Your Customer (KYC) technology and services provider. A trusted partner to leading financial institutions and banks since 2008. It enable quick and efficient onboarding of clients, getting them trade-ready as soon as possible.

The company is divided in operational teams with KYC experts run by an operational manager and a team leader. The teams are focused on one client and comprise of around 25 FTE per team. The average age is late twenties and there are around 38 nationalities. For one of these teams focussing on the KYC of a large European bank we are looking for an Manager (Sales). The Manager is directly responsible for the delivery of a specific portfolio of operational services, here in the Netherlands and in India.

Description

Overall responsibility for staff management (25 FTE, and for the BPO team in India) and development, leading by example through coaching, providing timely feedback, ensuring follow-up on actions and addressing performance issues

Meeting the targets (KPIs and SLAs) of Operations both in terms of quality and numbers

Working closely with the delivery team and Team Leaders in ensuring a smooth and high-quality daily operations

Driving a customer-centric approach and mindset in the team, seeking to continuously understand customer and client needs and deliver a service that meets these

Creating planning models and monitoring progress as well as the cost of the project against the planning

Ensuring that all client SLAs (e.g. turnaround times, quality levels) are met and any issues are escalated and resolved within appropriate timescales

Following up that the contractual requirements of the service are fully understood, adhered to, and that the operational impact of any change requests are effectively addressed

Running a daily scrum with Team Leaders to review performance, communicate key issues, and set daily priorities

Acting as mediator between stakeholders where necessary

Understanding the regulations and procedures of the customer processes, defined compliance rules, company guidelines and remain informed about the updates